Company Profile
Company Complaint Information

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Company Performance
In compliance with California Insurance Code § 12921.1, the California Department of Insurance conducted a Consumer Complaint Study of all admitted insurance carriers. The company performance table provides the complaints determined by the department to require that corrective action be taken against the insurer, or leading to insurer compromise, or other remedy for the complainant, those that are found to be without merit, those with other outcomes, and justified complaints. Justified complaints often require additional review, as violations of California insurance laws may exist.

Year Closed Complaints
(TOTAL of Categories 1-3)
Category 1:
Complaints found to require corrective action, leading to insurer compromise, or other remedy for the complainant.
Category 2:
Complaints found to be without Merit.
Category 3:
Complaints with Other Outcomes
Category 4:
Justified Complaints
2018 254 81 65 108 44
2017 240 76 87 77 46
2016 233 120 64 49 64

Violation Study

The following table represents number and type of violations found, by reference to the line of insurance and law allegedly violated.

Year Line of Coverage Law Section Summarized Description of Law # of Alleged Violations
2018 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 6
2018 Automobile CCR 2632.13e Eff. 12/11/11. Insurer shall conduct a fair and objective investigation before making an at-fault determination 1
2018 Automobile CIC 11580.011 Coverage for replacement of child passenger restraint system; insurer obligation 2
2018 Automobile CCR 2632.13(e) An insurer shall diligently pursue a thorough, fair, and objective investigation before determining fault 1
2018 Automobile CCR 2695.7f Written notice before 60 days of expiration of statute of limitations on bodily injury claims. 1
2018 Automobile CIC 481.5d Unearned premium that the insurer fails to tender shall bear interest at the rate of 10% per annum 1
2018 Automobile CCR 2632.13e3 Right to reconsideration of determination of fault 1
2018 Automobile CCR 2632.13(e)(2) Respond in writing to a request for reconsideration of principally at-fault determination within 30 days by an employee other than 1
2018 Automobile CCR 2695.8c Reopen file if notified within 35 calendar days that ACV too low to purchase comparable car. 3
2018 Automobile CCR 2632.13(e)(1) Provide written notice of investigation including any principally at-fault determination 1
2018 Automobile CIC 481.5a Personal Lines - Failure to return premium in a timely manner 1
2018 Automobile CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 5
2018 Automobile CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 5
2018 Automobile CCR 2695.7d Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. 4
2018 Automobile CIC 481.5i Insurer shall provide clear and consise accounting of refund when requested 1
2018 Automobile CCR 2632.13e1 Insurer shall provide written notice of fault determination 2
2018 Automobile CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 6
2018 Automobile CCR 2632.13b PD only at fault loss threshold is $1,000 1
2018 Automobile CCR 2632.13h Company shall not fail to disclose its fault finding to a subsequent insurer 1
2018 Automobile CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 2
2018 Automobile CIC 880 Failure of insurer to use own name 4
2018 Automobile CCR 2695.3a File must contain all documents. 2
2018 Automobile CIC 11628.3 Mature driver improvement course discount 1
2018 Automobile CCR 2695.8b Must apply standards when evaluating auto total loss claims-see Regulations. 1
2018 Automobile CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 2
2018 Automobile CCR 2695.4a Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants. 1
2018 Automobile CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 2
2018 Automobile CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 3
2018 Automobile CCR 2695.7p Must notify in writing the 1st party claimant when pursuing subrogation of the claim - see Regulations. 1
2018 Automobile CCR 2695.7h Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 1
2018 Automobile CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 7
2018 Fire CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 1
2018 Fire CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 1
2018 Fire CIC 678(a) An insurer shall deliver to the named insured an offer to renew or notice of non-renewal at least 45 days prior to expiration 1
2018 Fire CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 1
2018 Fire CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 1
2018 Fire CCR 2694a4 In contravention of or inconsistent with policy/contracts 1
2018 Fire CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 1
2018 Liability CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 1
2018 Liability CIC 880 Failure of insurer to use own name 1
2018 Liability CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 1
2018 Misc Lines CCR 2695.3a File must contain all documents. 1
2018 Misc Lines CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 1

If complaint data does not appear for this company, this link will provide you with an explanation.
To view the California Insurance Code (CIC), Click here
To view the California Code of Regulations (CCR), Click here

Comparison Data

The information below is for complaints closed during the study period for this insurance company. The table provides the Justified Complaint Ratio, Market Share, Complaint Share, and Index for this company, grouped by the line of coverage the company was authorized to sell in this study period.

Year Line of Coverage JustifiedComplaint Ratio Market Share Complaint Share Index
2018 Commercial Multi-Peril .00 .104 .00 .00
2018 Homeowners 11.69 .227 .74 3.26
2018 Workers Compensation .00 .478 .00 .00
2018 Commercial Auto .00 .812 .88 1.08
2018 Personal Auto 9.54 1.385 2.95 2.13

If complaint data does not appear for this company, this link will provide you with an explanation.


Last Revised - December 03, 2007 11:57 AM
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